The Senior Complaints and Operations Officer is a delegate of the Health Ombudsman with responsibility for making decisions under the Health Ombudsman Act 2013 on whether complaints and other matters received by the Office of the Health Ombudsman (OHO) are in jurisdiction and what action-if any-should be taken to deal with them.

The role has a particular focus on administrative decision-making and risk identification and management.

The Senior Complaints and Operations Officer will make decisions, in consultation with internal and external stakeholders.

Job details

Key responsibilities

• Apply legislation and precedents, professional standards, codes of conduct and other formal guidelines to undertake robust and transparent administrative decision-making.
• Identify and escalate issues of public interest and matters presenting serious risk to the health and safety of the public requiring consideration of immediate action, in accordance with the Health Ombudsman Act 2013.
• Liaise as appropriate with various internal and external stakeholders to obtain required information and documentation for cases to inform the delegate decision-making process and to facilitate the appropriate sharing of information and timely and efficient referral of complaints and other matters.
• Communicate and document clear and impartial reasons for decision regarding complaints and other matters.
• Assist the Principal in providing feedback/coaching and mentoring of staff and generally support and professionally develop staff dealing with complaints.
• Maintain accurate case information in the internal database systems including facilitating quality record keeping of staff when inputting data and following workflows and procedures.
• Provide input to the development and implementation of improvements and quality assurance processes to ensure the complaints triaging and decision-making system is effective and efficient.

Qualifications technical/educational

• A detailed understanding of the Queensland healthcare environment is desirable but not essential.
• A relevant tertiary qualification or background in health or complaints management is considered highly desirable.

Candidates may also be interested in a similar and currently advertised role at the OHO: AO5 Assessment Officer

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

• Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
• All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 89, 182 or 183 of the Public Sector Act 2022.

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Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• OHO Candidate Information Pack (PDF, 3.35MB)
  Application Kit
  
  OHO693552 Senior Complaints & Operations Officer (46326) - RD (PDF, 766KB)
  Role Description